Solved! new laptop black screens when youtube or gaming

[asha367]

i have a msi ge75 rtx2080super that i have had for 3 months. within the week of getting it i added 1 TB extra ssd (500GB ssd + 1 TB ssd +1 TB HD/SATA ?). all went well .. about 2 months ago i started getting black screens.. the sound still came through (for what i can tell) but the picture went black and there was no response... the screen clearly has light coming through.. leds at bottom and its not "turned off black".
this happens with youtube videos paused or playing and a couple of times while playing games . if the video or game is playing there is a kind of speaker crack/ping when i power button off... if its all paused hten there is no off sound . i have a lit up key board and mouse and they arent affected . any help would be good...
also is there a place where i can view when/how it black screened ...how would it be titled thanks in advance

Ash

these are my stats

GE75 Raider 10SGS
OS: Microsoft Windows 10 Pro 64-bit Ver.2004(OS build 19041.508)
Windows Product Key:
HDI Build: ZS7-17E9RM4-CF1 10.TC3.G9.6.0.6
BIOS Version: E17E9IMS.10B
BIOS Release Date: 2020/08/18
EC Version: 17E9EMS1.1050409202016:23:14
CPU: Intel(R) Core(TM) i9-10980HK CPU @ 2.40GHz
Memory: 16 GB @ 1600 MHz
- 8192 MB, DDR4-3200, SK Hynix HMA81GS6DJR8N-XN
- 8192 MB, DDR4-3200, SK Hynix HMA81GS6DJR8N-XN
Graphics: Intel(R) UHD Graphics, 1024 MB
Graphics: NVIDIA GeForce RTX 2080 Super, 8192 MB
Panel: Generic PnP Monitor(AUO348E), 1920 X 1080, 300Hz, DPI 100%
VBIOS Version: 90.04.95.00.5c
Drive: SSD, SAMSUNG MZVLQ512HALU-00000, 476.94 GB
Drive: SSD, KINGSTON SA2000M81000G, 931.51 GB
Drive: HDD, ST1000LM049-2GH172, 931.51 GB
Network: Killer(R) Wi-Fi 6 AX1650i 160MHz Wireless Network Adapter (201NGW)
Network: Killer E2500 Gigabit Ethernet Controller
Network: Bluetooth Device (Personal Area Network)
Win32 SHIFT mode: Unsupported
Power Plan: Power Scheme GUID: 381b4222-f694-41f0-9685-ff5bb260df2e (Balanced)
UWP User Scenario: User, Performance: Turbo, Fan: Auto
UWP Graphic Switch: Unsupported

 

[mejustsayin]

if possible, try an external monitor/tv and see if the same thing happens. also make sure you have all the latest updates from msi.

 

[asha367]

if possible, try an external monitor/tv and see if the same thing happens. also make sure you have all the latest updates from msi.

firstly .. thank you

i cant predict when it happens and the only thing i could link it too is a tv. i have all my updates done ..
do you know where i could find the files to see whats happening ?? like event viewer and what i might look for.. ???..
could i have done it when i installed the extra ssd...
could it be the graphics driver ??? is it worth reinstalling it ????

 

[mejustsayin]

the event viewer logs will give hints as to the problem. you can look up the time when the screen went dark and see what the error message is. also hooking up to an external source will help tell if it is a screen problem or a graphic adapter problem. you can try reinstalling the driver. as far as the extra ssd, I don't think it would cause the problem but you can try removing it to see if the problems continue. also since it is only three months old, it should still be under warranty. give tech support a call.

the following will help you read the event viewer.

Using Event Viewer to Troubleshoot Problems

The biggest problem with Event Viewer is that it can be really confusing – there are a lot of warnings, errors, and informational messages, and without knowing what it all means, you can assume (incorrectly) that your computer is broken or infected when there’s nothing really wrong.

www.howtogeek.com

 

[hang-the-9]

For a newer laptop you should contact support, really the first step to do so you don't do something that may void the warranty and you will have enough time to deal with support. The longer you wait the less time you have to get this fixed. Sometimes they "fix" something, ship it to you and the same issue is there. When your warranty expires you are stuck, contact them now.